Business Profile

Radiology

Lenox Hill Radiology

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Complaints

This profile includes complaints for Lenox Hill Radiology's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

78 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/14/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been given a referral for a procedure since October 2024. I have call Lenox Hill Radiology customer service line that has non certified health professionals working for them. These people are exposing all of patients personal information as well as health information to anyone in ear shot of the phone call. When you call to get an appointment you can her the phone calls happening in the background clear as day. When asked for their information they do verify who they are nor do they provide an employee identification number. I have spoken to 4 people from October 2024 to December 2024 and can not tell you who has my personal information. I was not able to get an appointment due to me not want to provide a stranger all my personal and Medical information with what could be hunders of other people listening. I had to return to my physician to receive a new referral yesterday so I am able to get the procedure that I need. I then went on the website so that I would not have to give any unauthorized, unidentified person my personal and Medical information. Just for the website to not work. So I called customer service************** once again for assistants with the website just for them to not be able to help me and force me to provide all my information and repeat to out loud this was a very uncomfortable encounter I stated this during my call today to another person I spoke with today. I also asked the person on the phone if she would be comfortable with this she avoided answering me and continued to force me to provide my information or I would not be able to move forward. I feel very exposed at this time and my HIPPA information has been violated.
Business Response
Date: 03/17/2025
At Lenox Hill Radiology, it is essential to collect demographic and test information to ensure that we are scheduling appointments under the correct account and for the correct exam.
In accordance with our policies, all schedulers are required to obtain this information at the time of scheduling.
Please be assured that all schedulers follow proper HIPAA guidelines and will only collect information that is relevant to the specific appointment being scheduled.
We have reviewed the interactions and can confirm proper guidelines were followed during the scheduling process.
Initial Complaint
Date:02/19/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Patient received correspondence from a debt collector indicating that $343.94 is owed to Lenox Hill Radiology (hereinafter LHR) for services rendered on June 21, 2024. Patient disputes the amount alleged.On June 21, 2024, the date of service, Patient paid $247.88 was paid to LHR. On July 11, 2024, a partial refund in the amount of $123.94 was paid to Patient by ***. At some point thereafter, ****************** (hereinafter UHC) Explanation of Benefits was received evidencing that the amount owed is $247.88.Upon receipt of a bill for ****** dated January 2025 by ***, Patient responded to LHR to advise of the correct amount owed as well as to remind the organization that Patient had already made a payment to LHR. Since sending the dispute to ***, Patient has been harassed nearly weekly via phone call during busy working hours, and now written correspondence, to pay an amount that is not accurate. LHR has not sent a written itemized dispute of **** explanation of benefits, in particular, documentary evidence to the contrary of the *** stated amount owed by the Patient has not been shared.LHR has not acknowledged in written correspondence or otherwise (nor is it evidenced in the correspondence received from the debt collector) that $123.94 has been received by them for the services rendered to the Patient on June 21, 2024.This false claim and the disingenuous business practices of *** has caused a great deal of stress and anxiety and moreover serves to unjustly tarnish a stellar credit record. This matter is without merit and must be immediately reviewed and resolved. *** is owed $123.94 and, to expedite payment, should send the Patient a bill for this amount only.
Customer Answer
Date: 02/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved as LHR has sent me a bill with the appropriate amount owed. I have attached a screenshot of the receipt as I have immediately paid the balance

Sincerely,

******* *****
Initial Complaint
Date:02/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They took my money upfront for a mri test, and refuse to file the amended claim with my insurance company and refund me the money my insurance company will pay. They need to file an amended claim with the preauthorization which they are refusing to do. I am then due a refund.
Business Response
Date: 02/27/2025
This is to verify that we have reviewed all aspects of ************** complaint.
Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service. Patient benefits are confirmed via an ******************** Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270real-time connection to the insurance. A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, ************* and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.

After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier. After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated.

*** ********** was seen on 11/26/2025 at Lenox Hill Radiology and Medical Imaging to receive *** services. Based on *** ************ insurance,our scheduling application returned "no authorization required" for the service that was scheduled. As a result, we proceeded with the service without obtaining an authorization. The 271 response from ************************* provided an out of pocket expense of $800.11 towards the deductible &co-pay amount.
The claim was released on 12/08/2024 and we received an explanation of benefits (EOB) on 12/26/2024 stating that the claim was denied for no authorization from an in-network provider. We contacted ************************* on 02/20/2025 to verify if authorization is required. The representative informed us that the claim was processed in network as a proxy claim within the state of ******** and required authorization.
After a thorough review of *** *********** account, it was identified that her Out of State Maryland insurance was inappropriately mapped for our NY location, causing this application to not return accurate authorization requirement details. We have reached out to have this insurance corrected in our system
As a result of this issue, we have adjusted off the balance of the procedure and refunded the Time-of-service payment remitted in the amount of $800.11. As of 2/27/2025, *** *********** balance for this date of service reflects $0.00
We apologize to *** ********** for the delay in resolving this inquiry and the inconvenience this issue may have caused.

We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.

We greatly appreciate your assistance and cooperation in achieving a resolution.
Customer Answer
Date: 03/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the admitted their lying deceitful illegal billing

Sincerely,

******* **********
Initial Complaint
Date:02/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill of $40 few months after my visit on 4/30/24. The site performed was ************************. I called the billing department twice to dispute about the charge and they said they will submit the request to waive it. Then in Dec 2024, I received a bill from Balanced Healthcare Receivables (a debt collector) for this $40 charge. Lenox Hill tried to scam me by charging me service that I was not aware of and have not agreed on. My physician gave me a document listing out required screenings. I provided it to Lenox Hill during the day of visit. There is nowhere in the documentation mentioning EBCD. During my visit, they did not mention anything about AI Enhanced Imaging ************** and the additional charge. I also talked to the receptionist of Lenox ************* site, he confirmed that EBCD is an optional enrollment. He also mentioned that they usually ask patients to pay the bill on spot. He did not know why they didnt ask me to pay it on that day. They need to remove it from the collection agency and adjust my due amount to $0. The LHR account # is ************ and the reference # for the collection agency is ********.
Business Response
Date: 02/05/2025
This is to confirm we have reviewed all aspects of *** ***** complaint
On 04/03/2024, *** **** received services for a Screening Mammogram with 3D Tomosynthesis. Upon review of *** ****** complaint, it was identified that during the scheduling process, *** **** was pre-scheduled for our Enhanced Breast Cancer Detection [****] artificial intelligence add on. At the time of service, *** **** opted-out of adding the **** to her mammogram service. At this point, the **** service should have been canceled in our scheduling system, however, it was not canceled resulting in the add on service being billed to the patient.

We have voided this **** service from *** ***** billing record for the referenced date of service. *** ****** account now reflects a $0.00 balance.
We apologize to *** **** for the delay in resolving this inquiry and the inconvenience this issue may have caused.
We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.

We greatly appreciate your assistance and cooperation in achieving a resolution.
Initial Complaint
Date:01/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was seen at the Lenox Hill Radiology ******* location for a CT Enterography. I was told my patient responsibility was $670 after insurance adjustment which I questioned but was told I had to pay the balance before I could get the exam done. After the exam I reached out to my insurance provider the same morning and confirmed that my patient responsibility after insurance adjustment should have been $50. The insurance agent tried to contact Lenox Hill and was told I would need to speak with the office directly and provide them the reference number and insurance agents info. I then called Lenox hill and was routed to their patient services department, where I was told since the service was done the same day they cannot cancel and adjust the payment and that I had to reach the Lenox ************ location directly. I tried reaching the specific location and was sent back to ******* services a total of 5 times. I was then finally transferred over to another person, who said they are unable to update or cancel the payment and that I had to speak with patient services. I requested to speak with the office manager on the premises. My request was ignored and I was sent to patient services where I was then hung up on. I called back and after being routed to patient services 2 more times, I was put on the phone with someone who reached out to a specialist and confirmed they would give me a call back but they cant adjust the payment until they review the details. I asked once again to speak with the office directly as Im simply trying to have the incorrect $672 payment I was forced to make to get my service done cancelled before its processed, and have the correct payment of $50 processed. After being told by multiple people the payment can only be adjusted by the specific location the same day it was made, I was refused access to speak with a manager after requesting 4 times to be put on the phone with them, and was refused the cancellation and correction of transaction.
Business Response
Date: 01/31/2025
This is to confirm we have reviewed all aspects of *** ************ complaint.
*** ********** was seen at Lenox Hill Radiology on 01/17/25 for a CT scan of the abdomen and pelvis. Prior to the date of service, *** ********** was told she had a patient responsibility of approximately $670.25. *** ********** did pay $670.25 at the time of service via credit card. ************* made several phone calls to Lenox Hill Radiology regarding her payment concern after the exam. Subsequently, *** ********** provided Lenox Hill Radiology information after speaking with the insurance and confirmed that only a $50.00 copay was needed.
Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service. Patient benefits are confirmed via an ******************** Interchange)process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to the insurance. A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment,Co-Insurance, and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier. After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated.
Per a note on *** *********** account, the credit card payment of $670.25 was in fact voided on the date of service on 01/17/25. The transaction should not have impacted *** *********** credit card as the payment was voided the same day. Since the entire amount of $670.25 was voided, and the copayment amount of $50.00 could not be separated, the $50.00 copay will still be owed by *** ********** after the insurance processes the claim.
We sincerely apologize to *** ********** for the delay in resolving this inquiry and the inconvenience this issue may have caused.
We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
We greatly appreciate your assistance and cooperation in achieving a resolution.
Customer Answer
Date: 02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** **********
Initial Complaint
Date:12/30/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I missed an appointment for a CT scan to see if my chest related pain was cancer. I tried to reschedule but the lady I talked to on the phone named ***** refused me service because I am poor and don't have a phone number. This puts my life in jeopardy and is discrimination against poor people of color. This is wrong. When I asked her for her supervisor she also refused SEVERAL TIMES! Then hung up on me putting my health and life in jeopardy. Lenox hill radiology does not have an interest in patients care and doesn't want to help poor people Another lady name ***** also refuse to give me a supervisor
Business Response
Date: 01/02/2025
On January 2nd 2025, I communicated with *** ******** regarding his appointment for a Radiology exam. We discussed the nature of his complaint and worked to resolve the issue. Information was needed for his particular exam and could not be processed for an appointment. After our call this morning, we were able to connect all parties and approve the exam. *** ******** was given the Site Manager name and confirmed his appointment for January 3rd. All matters relating to the compliant have been addressed and resolved.
Thank you
******* *******
******** ** **********
************

Customer Answer
Date: 01/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ********
Initial Complaint
Date:12/26/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the third month I have been receiving a bill from Lenox radiology. My insurance company 1199 sends me replies that this bill has been paid for a long time. I call both of them and I don't know what to do with them anymore.
Business Response
Date: 12/31/2024
**** is to confirm we have reviewed all aspects of *** ***** complaint.
On 08/07/2023, *** **** received services at Lenox Hill Radiology.The services were completed and we received an Explanation of Benefits from ****************** on 09/19/2023 indicating a payment of $409.24 and a total of $652.76 in adjustments with $0 in patient responsibility. (see attachment)
Further review indicated that our system did not apply the adjustment of $220.00 for CPT ***** LT. **** issue was identified by a user and it was sent to the appropriate team to be corrected on 09/30/2024.
On 10/30/2024, *** **** contacted us for a status update and this did not allow the adjustment to be made. A Better Business Bureau complaint was filed and we have now addressed the issue and have adjusted the balance on ******** account to reflect a $0 balance.
We apologize to *** **** for the delay in resolving this inquiry and the inconvenience this issue may have caused.
We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
We greatly appreciate your assistance and cooperation in achieving a resolution.
Customer Answer
Date: 01/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ****
Initial Complaint
Date:12/12/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a Breast USG at Lenox Hill Radiology around the time that ******** had decided to no longer cover breast usg's for dense breast. At the time of service I signed an ABN showing the fee was $450. and I would be responsible for this amount if rejected by ********. Since ******** no longer covers breast USG for dense breast LHR has reduced their fee for "self Pay" to $250 for this test. My two neighbors paid $250 for same test and same diagnosis and when I just went to schedule this years test I was quoted a fee of $250. I did get a quote from a supervisor with whom I was working with that should ******** reject my claim (which they did) I would only have to pay $250. I'm dealing with a *** **** with whom I can't call and not getting a full response as to the two different fees. I would appreciate a telephone call at ********** with an explanation as to why every turn the fee is $250 but I'm being billed $440 which is the ******** billing fee. I am on a fixed income without a pension and can't afford this fee and don't want to ruin my credit rating. Please help.
Business Response
Date: 12/17/2024
This is to confirm we have reviewed all aspects of *** ******* complaint.
After the changes to ********s Breast Ultrasound policy, we took into consideration the financial hardship patients would be seeing should their Breast Ultrasound procedures no longer be covered. As the policy change did not take place until October 2023, it took a couple months to start to see the financial impact as claims generally take ***** days to adjudicate. In review of the new financial change, we made the decision to change the amount patients would owe for the non-covered service, reducing the out-of-pocket expense greatly.
As a courtesy, we have adjusted the out of pocket expense for you from $440.00 down to the $250.00 amount that is currently recognized on Advanced Beneficiary Notice of Non-Coverage.
We understand the frustration that may arise from changes in ******** guidelines and we will continue to advocate for our patients in ********. As a rendering service provider, we are held to a higher standard to ensure we are compliantly performing medically necessary services and following ******** guidelines when services are deemed not medically necessary.

We greatly appreciate your assistance and cooperation in achieving a resolution and apologize for any inconvenience this change in guideline may have caused.

We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.

Sincerely,

Complaint Handler
Customer Answer
Date: 12/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Can I please get a bill for the $250 as soon as possible so that I may pay it.

Sincerely,

******* ******

Business Response
Date: 01/02/2025
This is to confirm that we have reviewed *** ******'s rejection response. Due to Protected Health Information (PHI) concerns, our office has generated a statement to *** ******'s home address, as of 01/02/25, as we are not able to email PHI. This new statement is reflecting a $250.00 balance, per ** ******'s request. Typically statements are sent out every 30 days and *** ****** would have gotten a statement on 01/09/25. Once the statement is received by *** ******, the balance of $250.00 can then be paid.
We are fully committed to achieving resolution for *** ******'s matter and hope this response fulfills the concern.
Customer Answer
Date: 01/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
******* ******
Initial Complaint
Date:10/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i hat a CT virtual Colonoscopy at the *****************,i used there cleaning material according to there instruction.They made first a scan to check i my colon is complete clean,after 10/15 minutes they got the ok to do the scans.They made 4 scans,on back,on belly and left and right side.THERE ONLY 2 SCANS NEEDED FOR THIS.I been over dosed with 3 scans of ************ the report colon was not complete clean but they did the scans without my confirmation,THIS **** AND RECKLESS,my Doctor don't know if my colon is ok and i can not take a scan again because of the ************* OVER DOSED ME WITH RADIATION WHAT A NORMAL PERSON GETS IN 15 YEARS.Lenox don't care about peoples health.
Business Response
Date: 10/31/2024
Thank you for reaching out with your concerns regarding your recent radiological exam. We understand how important it is to feel safe and informed about your healthcare.

We want to assure you that after reviewing your case, We can confirm that all standard protocols were followed during your exam. The procedures are designed to ensure that any exposure to radiation is kept to a minimum while still providing the necessary diagnostic information.

If you have any further questions or would like to discuss this in more detail, please feel free to reach out. Your comfort and peace of mind are important to us.
Customer Answer
Date: 11/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becausA
A CT Virtual Colonoscopy has to be performed with a COMPLETE EMPTY/CLEAN Colon.They made a scan before and seen that the colon was not COMPLETE EMPTY/CLEAN but
they did the scan,they don't care about my health only to make money.THIS SCAN SHOULD NEVER,NEVER PERFORMED ACCORDING TO MEDICAL GIDE ******** Doctor is not
able to see everything on my Colon,SOLID ORGANS & etc.FOR THAT REASON THAT CASE CAN NEVER BE CLOSED AS LONG I LIVE,because i never know what Health ISSUE can
pop up in the near future.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ********

Business Response
Date: 11/15/2024
We are deeply concerned to hear that this patient felt their experience with Lenox Hill Radiology did not meet expectations. A board-certified radiologist specializing in Abdominal and Pelvic Imaging conducted the examination, which was performed in accordance with standard care protocols and best practices.
The goal of CT virtual colonoscopy is to be able to visualize the bowel wall and identify polyps and cancers. This is achieved by cleaning out the colon as much as possible and replacing stool with air. The air density when up against the fluid density of the bowel wall provides good contrast and enables the detection of disease. It is very common for a small amount of retained fluid and stool to be present in the colon. For this purpose, it is often tagged with contrast material. In addition, the scan is performed in prone, supine and lateral decubitus positioning, so as to allow the stool to lie in a dependent fashion, allowing the air/wall interface to reveal any pathology. However, it is standard of care to acknowledge that the presence of fluid and stool does limit evaluation.
This patient was given the standard stool cleaning preparation instructions and appeared to have only minimal stool. It is not uncommon for there to be some mild residual stool in the colon despite efforts to fully empty it. This is an expected situation. The decision to proceed with the scan even though the colon was not completely empty is based on clinical judgement and is considered part of standard of care in radiology practice. Mild residual content does not significantly interfere with the diagnostic quality of the scan and the proceeding with this stool can still provide appropriate diagnostic information which is what occurred in this case.
If there are any additional questions or would like to discuss this further, please dont hesitate to contact us. Your comfort and peace of mind are our top priorities.
Customer Answer
Date: 11/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Because my Doctor DON'T KNOW IF MY COLON has no problems.And for that reason that case can never be closed as long i life.
CT Virtual Colonoscopy has to be done with a complete/clean Colon.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ********
Initial Complaint
Date:09/24/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am being billed for a service that should be covered by my insurance. LHR billed the insurance incorrectly, got a denial and then proceeded to bill me.On 12/22/23, I had a chest X-ray at LHR at ******* with my doctor's referral for "abnormal PFT's (ICD-10 *****)". But *** sent a claim of "routine care" to my ****************** and the claim was denied. Every time when I received LHR bill, I called their service line and asked them to resubmit the claim with code R94.2 for abnormal PFT. They promised each time that they will send the information to their billing department to fix it. However, *** billing department did nothing to correct the error. Instead of billing my insurance properly again, they sent me to collection this month.Attached are 1) copy of my doctor's referral, 2) ******** summary notice, 3) LHR bill, 4) letter from debt collector.LHR need to do their job and **** correctly, and correct the mistakes they made.
Business Response
Date: 09/30/2024
This is to confirm that we have fully reviewed and responded to all aspects of *** ***** complaint.

*** **** contacted Lenox Hill Radiology (LHR) on 02/26/24 regarding the 12/22/23 date of service to be billed as preventative versus routine. *** ***** inquiry was routed to Coding for review; however, it has been confirmed that *** ***** inquiry was not received due to a work flow step that was missed.

*** **** contacted LHR again on 03/25/24 and at that time, *** **** was advised by customer service to allow more time for coding to review his inquiry. *** **** also contacted LHR another time on 05/28/24. Subsequently, on 08/20/24 and 09/19/24, *** **** contacted LHR after his account was remitted to collections.
After conducting a thorough review of *** ***** account, our office has updated the diagnosis code to R94.2, per the script from *** ***** referring ********* of 09/27/24, we have re-billed the claim to ********* for the 12/22/23 date of service. Accordingly, ******** account has also been removed from collections.

Once the claim has been processed again by ******** and GHI PPO, if there is any patient responsibility owed, a statement will be issued with *******.

We apologize to *** **** for the delay in resolving this inquiry and the inconvenience this issue may have caused.

We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.

We greatly appreciate your assistance and cooperation in achieving a resolution.
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ****

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Lenox Hill Radiology is NOT a BBB Accredited Business.